Repository ZSB Final papers Zagreb School of Business
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Event organization and protocol
No full textDogađanja su svuda oko nas. U svakom trenutku odvija se neki događaj, bilo da se radi o poslovnom sastanku, organizaciji putovanja, službenom putu, organizaciji dječjeg rođendana i sl. Svaki događaj od nas zahtjeva posebnu pripremu i pomno planiranje. Faza planiranja je ujedno i najvažnija faza u realizaciji događaja. Također, vrlo je važno i odrediti odnosno zadužiti osobe koje će sudjelovati u procesu planiranja i realizacije programa.
U ovom radu govoriti će se u prvom dijelu o procesu planiranja i organizacije događaja. U drugom dijelu govori se o poslovnom protokolu i njegovim značajkama. Naglasak rada biti će diplomatski protokol odnosno protokol Predsjednika Republike Hrvatske. Radeći u Uredu dugi niz godina blisko surađujem sa kolegama djelatnicima Službe za protokol te Službe za informiranje. Oni su, uz službu u kojoj ja radim, Služba za tehničke poslove i upravljanje imovinom, najvažniji „kotačići“ u pokretanju, planiranju i realizaciji određenog službenog programa Ureda. Do sada smo se susretali s raznim ugodnim i manje ugodnim situacijama u kojima je trebalo brzo i učinkovito reagirati kako nitko tijekom odvijanja programa ne bi primijetio da nešto nije u redu. Mogu reći da su djelatnici uvijek dali sve od sebe, a najbolja nagrada im je bila kada su gosti odnosno sudionici određenog događaja otišli zadovoljni te puni pohvala na naš račun. Treba također spomenuti da se za protokol voli često reći da je on tihi jezik diplomacije, jer nam bez puno riječi šalje dobre ili loše neverbalne poruke.
Na žalost, državne institucije Republike Hrvatske do danas još uvijek nisu donijele zakon ili propisana pravila službenog protokola. Stoga ne postoji pisani dokument koji bi pomagao kod organizacije protokolarnih, poslovnih, svečanih ili službenih događanja.
Ostaje nam dakle da se sve prenosi usmenim putem odnosno s generacije na generaciju uz određene prilagodbe tijekom vremena. Zadnjih godina primjećujemo da se stroga forma protokola polako napušta odnosno prilagođava vremenu te drugačijem načinu života. To je razumljivo jer kako se mijenja moda i jezik tako se mijenja i sve ostalo. Međutim, protokol te značenje ceremonija i dalje je vrlo važno. Na kraju bih spomenula jednu rečenicu koja mi se urezala u pamćenje jer su je moje kolege često izgovarale: „S teroristima se može pregovarati, a s protokolom se ne pregovara“.Events are all around us. Every moment there is an event taking place, whether it is a business meeting, organization of a trip, business trip, organization of a child's birthday, etc. Each event requires special preparation and careful planning from us. The planning phase is the uniform and most important phase in the realization of the event. Also, it is very important to designate or assign persons who will participate in the process of planning and realization of the program.
In the first part of this paper, the process of planning and organizing events will be discussed. The second part discusses the business protocol and its features. The emphasis of the paper will be the diplomatic protocol, that is, the protocol of the President of the Republic of Croatia. Working in the Office for many years, I have worked closely with fellow employees of the Protocol Service and the Information Service. They, along with the department where I work, the Department for Technical Affairs and Property Management, are the most important "cogs" in the initiation, planning and implementation of a certain official program of the Office. So far, we have encountered various pleasant and less pleasant situations in which it was necessary to react quickly and efficiently so that no one would notice that something was wrong during the program. I can say that the employees always gave their best, and the best reward for them was when the guests or participants of a certain event left satisfied and full of praise for us. It should also be mentioned that protocol is often said to be the silent language of diplomacy, because it sends us good or bad non-verbal messages without saying a lot.
Unfortunately, the state institutions of the Republic of Croatia still have not passed the law or prescribed rules of official protocol. Therefore, there is no written document that would help with the organization of protocol, business, ceremonial or official events. So we are left with the fact that everything is transmitted orally, that is, from generation to generation with certain adjustments over time. In recent years, we have noticed that the strict form of the protocol is slowly being abandoned or adapted to the times and a different way of life. This is understandable because as fashion and language change, so does everything else. However, the protocol and meaning of the ceremony is still very important. In the end, I would like to mention one sentence that I have etched in my memory because my colleagues often said: "You can negotiate with terrorists, but you cannot negotiate with the protocol"
Planning, organizing and managing the event
No full textU današnje vrijeme industrija događaja igra vitalnu ulogu u našem društvu. Ljudi su stvorili razne povode za organiziranje događaja kao što su obrazovna i sportska događanja, rođendani, vjenčanja, međunarodne konferencije, lansiranje proizvoda neke tvrtke i sl. Općenito govoreći, događaji su dio društvenog života ljudi jer tamo upoznaju i komuniciraju s različitim ljudima različitih pozadina. Da bi se organizirao dobar i uspješan događaj, potreban je temeljit i detaljan proces planiranja. Voditelji događaja i koordinatori moraju surađivati kako bi formulirali najodrživiji plan događaja. Kako bi zamišljeni koncept eventa bio realiziran, sve faze u cjelokupnom procesu planiranja također moraju biti usklađene i međusobno povezane. Upravljanje rizicima je od velike važnosti za upravljanje događajima. Upravljanje rizikom se ni u kojem slučaju ne smije zanemariti ni u procesu planiranja. Osim toga, proces evaluacije pomaže organizatorima i voditeljima događaja da shvate koje aspekte treba unaprijediti i što je potrebno dalje razvijati.Nowadays, the event industry has played a vital role in our society. People have come up with a lot of occasions for organizing events such as educational and sports events, birthdays, weddings, international conferences, product launches of a company etc. Generally speaking, events are also a part of human beings’ social life because they get to know and talk with different people with different backgrounds. However, in order to organize a good and successful event, it requires a thorough and detailed planning process. Event managers and event coordinators need to collaborate in order to formulate the most viable plan for events. In order to make events successful and well organized, all of the stages in the entire planning process also need to be in harmony and be correlated with one another. Risk management has been a very important part of event management. Under no circumstances should risk management be underestimated during the entire planning process. Additionally, evaluation process helps event organizers and event managers to realize which aspects should be improved and need further development
Customer relations as an element of public relations on the example of Zagreb Holding
No full textOdnosi s korisnicima jedno su od važnijih poslovnih područja suvremenih organizacija. Ovisno o vrsti, usmjerenosti i politici organizacije pozicioniraju se u marketinške procese ili organizacijske jedinice zadužene za odnose s javnošću. Za razliku od marketinga, koji je usmjeren poticanju i zadržavanju kupca uz proizvod ili uslugu, odnosi s korisnicima, promatrano s pozicije odnosa s javnošću, imaju važnu ulogu koja se kroz komunikacije očituje u izgradnji i održavanje dobrih veza, stvaranju pozitivnog imidža i u konačnici dobre organizacijske reputacije, a kroz iskustvo korisnika. Osobito je to izraženo u javnim poduzećima u kojima izostanak kvalitetnih odnosa s korisnicima ozbiljno može naštetiti ugledu ne samo tvrtke, nego i zajednice u cijelosti. Takvim primjerima, na žalost, često svjedočimo zbog nedovoljne odgovornosti i svjesnosti menadžmenta o važnosti kvalitetnih odnosa s javnošću u modernom poslovanju. Zagrebački holding, koji je prije petnaestak godina ustrojen od više gradskih poduzeća, kontinuirano se susreće s komunikacijskim izazovima koje pred tvrtku u vlasništvu Grada Zagreba postavlja u najvećoj mjeri zagrebačka javnost, ali i gosti grada, posebno jer se Zagreb profilirao u turističku destinaciju, a tvrtka ima širok spektar javnih zadaća. Na zahtjeve korisnika, unatoč kompleksnosti sustava, uspješno odgovara te centralizira odnose s korisnicima uz uvođenje novih, čak i inovativnih komunikacijskih praksi. Zadovoljstvo javnosti i operativna djelovanja usko su povezana s uređenjem odnosa s korisnicima i komunikacijskim aktivnostima.Customer relations represent one of the most important business areas of modern organizations. Depending on the type, orientation, and policy of the organization, they are positioned in marketing processes or organizational units which are connected to public relations. Unlike marketing, which is aimed at encouraging and retaining the customer with a product or service, customer relations, viewed from a public relations position and through the experience of the user, play an important role that is manifested in building and maintaining the good connections through communications, creating a positive image and ultimately a good organizational reputation. This is particularly noticeable in public companies where the lack of quality customer relations can seriously damage not only the reputation of the company, but also of the whole community. Unfortunately, we often witness such examples due to insufficient responsibility and management awareness about the importance of quality of public relations in modern business. The Zagreb Holding LTD., the company in the ownership of the City of Zagreb, was founded fifteen years ago by a several city enterprises, continuously faces communication challenges which are posed to the greatest extent by the Zagreb public, but also by the city’s guests, especially after Zagreb has been profiled as a tourist destination, and the company has a wide range of public tasks. Despite the complexity of the system, it successfully responds to user requests and centralizes customer relations by introducing new, and even innovative communication practices. Satisfaction of the public and operational activities are closely related to the arrangement of customer relations and communication activities
Brand and product communication
No full textKomunikacija robne marke odnosi se na taktike, poput oglašavanja i društvenih medija, koje tvrtke koriste za komunikaciju s postojećim i potencijalnim kupcima. Cilj komunikacije brenda je utjecati na mišljenje kupaca o brendu i njegovoj važnosti. Svaki put kada kupac stupi u interakciju s tvrtkom, brand ima priliku oblikovati svoju osobnost i iskustvo u načinu na koji komunicira. Ovaj koncept, poznat kao komunikacija marke, smatra se vitalnim alatom veće komunikacijske strategije marke.
Brendovi komuniciraju svaki dan kako bi informirali, uvjerili i dodatno poučili o samom brendu i njegovim povezanim vrijednostima, uslugama i ponudi. Primjeri komunikacije robne marke uključuju oglasne ploče, radijske reklame, TV reklame, biltene, online biltene, recenzije i izravnu komunikaciju s tvrtkom preko njezinih zaposlenika. Svi ovi oblici komunikacije usmjereni su na veći, cjelovitiji imidž marke koji tvrtka pokušava promovirati. Glavni cilj komunikacije marke je izgraditi komunikacijski pristup koji je kohezivan, uspješan i učinkovit.Brand communication refers to the tactics, such as advertising and social media, that companies use to communicate with existing and potential customers. The goal of brand communication influences the customer's opinion about the brand and its importance. Every time a customer interacts with a company, the brand has the opportunity to shape its personality and experience in the way it communicates. This concept, known as the communication brand, is considered a vital tool in a brand's larger communication strategy.
Brands communicate every day to inform, persuade and further educate about the brand itself and its associated values, services and offerings. Examples of brand communications include billboards, radio commercials, TV commercials, newsletters, online newsletters, reviews, and direct communication with the company through its employees. All these forms of communication are aimed at a larger, more complete image of the brand that the company is trying to promote. The main goal of the communication brand is to build a communication approach that is cohesive, successful and effective
Students experiences and attitudes with distance learning during a Covid-19 pandemic
No full textIskustva i stavovi studenata s nastavom na daljinu tijekom pandemije virusa COVID-19 rad je koji će osim teorijskog dijela donijeti i istraživački dio kojim su se ispitali stavovi studenata PVZG-a o situaciji u kojoj su se našli uslijed pandemije virusa COVID-19. Teorijski dio rada dao je uvid u povijest obrazovanja koja seže gotovo do početka postanka čovjeka. Pokazuje se kako se obrazovanje kroz povijest mijenjalo i što je to što je ostalo i u današnjim obrazovnim sustavima. Osim osvrta na povijest obrazovanja tijekom koje su postavljeni temelji današnjih obrazovnih sustava, u radu će nešto više riječi biti i o samom obrazovanju današnjice s naglaskom na učenje na daljinu koje je posljedica pandemije COVID-19. Osim vrsta i načela učenja na daljinu, ispitat će se i prednosti i nedostaci koji karakteriziraju takav oblik nastave. Poglavljem pod nazivom „Izazovi i perspektive online obrazovanja u Republici Hrvatskoj“ napravit će se kratka uvertira u istraživački dio rada. Kao uvod u istraživački dio obrađena su pitanja koja se usko tiču pandemije, mjera koje su se morale izdati i kojih su se svi morali pridržavati. Od općenitih pitanja kreće se prema sve složenijima i uz temu usko povezanih pitanja kojima se od studenata nastojalo saznati kakva su njihova viđenja takvog načina odvijanja nastave, ali i kako su prihvatili čitav koncept, jesu li svjedočili problemima koji su mogli nastati ili su nastali i kako vide nastavu u budućnosti. Čitav istraživački dio kroz grafičke prikaze donosi sve prikupljene podatke koji se potom pomno analiziraju i međusobno povezuju te iz kojih se izvodi zaključak.The experiences and attitudes of students with distance teaching during the COVID-19 pandemic is a work that will, in addition to the theoretical part, bring a research part that examined the attitudes of PVZG students about the situation they found themselves in due to the COVID-19 pandemic. The theoretical part of the work gave an insight into the history of education, which reaches almost to the beginning of human existence. It shows how education has changed through history and what is left in today's education systems. In addition to reviewing the history of education during which the foundations of today's education systems were set, the paper will talk a little more about the education of today with an emphasis on distance learning resulting from the COVID-19 pandemic. In addition to the types and principles of distance learning, the advantages and disadvantages that characterize such a form of teaching will also be examined. The chapter titled "Challenges and Prospects of Online Education in the Republic of Croatia" will make a short overture to the research part of the work. As an introduction to the research part, the issues that were closely related to the pandemic, the measures that had to be issued and which everyone had to adhere to were addressed. General issues are moving towards more complex and closely related issues, where students tried to find out what their views of such a way of teaching are, but also how they accepted the whole concept, whether they witnessed problems that may have arisen or have arisen and how they see teaching in the future. The entire research part brings through graphical presentations all the collected data that are then carefully analyzed and interconnected and from which the conclusion is drawn
Planning and inventory management on the example of the company "Jamnica plus d.o.o."
No full textSvrha upravljanja zaliha je postizanje optimalnih zaliha i zadovoljenje potrebe kupaca u području asortimana i cjenovno prihvatljivih proizvoda. Smanjivanjem zaliha smanjujemo troškove držanje robe u skladištima također i smanjuje se vrijeme isporuke od narudžbe do isporuke kupcu. Optimalno upravljanje zalihama i procesima povećava efikasnost i učinkovitost ukupnog poslovanja. Poduzeća se svakako trebaju posvetiti troškovima koje zalihe proizvode i također odabrati pravilnu politiku upravljanja zalihama kako bi ostvarili veće uštede te i omogućili bolju koordinaciju sa prodajom i potrebama kupaca. Sa druge strane logistike nalazi se prodaja, pozitivan tok poduzeća koji sa boljom optimizacijom zaliha, isporukom u pravo vrijeme može kod kupca kreirati dodanu vrijednost proizvoda, povećati zadovoljstvo kupca te samim time povećati prodaju odnosno povećati udio na tržištu. U završnom radu opisana je optimizacija upravljanja zalihama na primjeru poduzeća Jamnica plus d.o.o. Zagreb. Ispravan odabir politike upravljanja zalihama omogućuje veću prodaju i isporuku kupcu u pravom trenutku na određenoj lokaciji.. Osim politike zaliha potrebno je definirati politiku za određivanje potreba držanja zaliha usklađenu sa povećanom prodajom za vrijeme ljetnog razdoblja. Potrebe prodaje za ljeto se reflektiraju na prijelazno razdoblju i zahtijevaju bolje usklađivanje asortimana i količine artikala sa povećanom potražnjom kupaca. Kako bi poduzeće opstalo na tržištu u izazovnim vremenima, važno je voditi brigu o svim poslovnim procesima i aktivnostima, a posebno o zaposlenicima budući da su oni ključ uspjeha svakog poduzeća. Zajedničko djelovanje odjela nabave, odjela logistike koji upravlja zalihama te prodaje je od iznimne važnosti za poduzeće budući da cijeli lanac ima jedan cilj, a to je isporuka cijele narudžbe kupcu u pravo vrijeme.The purpose of inventory management is to achieve as little inventory as possible with sufficient customer needs. By reducing the inventory, we reduce the costs of keeping goods in warehouses, and the delivery time from order to delivery to the customer is also reduced. Optimal management of stocks and processes increases the efficiency and effectiveness of the overall business. Companies should definitely pay attention to the costs that the inventory produces and also choose the correct inventory management policy in order to achieve greater savings and enable better coordination with sales, that is, their needs towards customers. On the other side of logistics, there is sales, which is the only positive flow of the company, which with better optimization of stocks, delivery at the right time can create added value of the product for the customer, increase customer satisfaction and thereby increase sales, i.e. increase market share. The final paper describes the optimization of inventory management on the example of the company Jamnica plus d.o.o. Zagreb. Choosing the right inventory management policy allows for higher sales and just-in-time delivery of entire orders. In addition to the stock policy, it is necessary to define a policy for determining the need to keep stocks aligned with increased sales during the summer period. Sales needs for the summer are reflected in the transition period and require better matching of the assortment and quantity of items with increased customer demand. In order for a company to survive on the market in challenging times, it is important to take care of all business processes and activities, and especially of employees, since they are the key to the success of any company. The joint action of the purchasing department, the logistics department that manages the inventory and sales is extremely important for the company since the entire chain has one goal, which is to deliver the entire order to the customer at the right time
Contemporary trends in marketing of public companies
No full textCilj završnog rada je analizirati razvijenost marketinga javnih poduzeća s naglaskom na suvremene trendove u marketingu poput društvenih mreža, internetskih portala, YouTube kanala, E-maila i slično. Analiza će se napraviti putem analize marketinškog miksa poduzeća Hrvatska pošta d.d. Međutim, prije praktičnog dijela, obradit će se teoretski dio te će se govoriti o pojmu marketinga, njegovoj razvojnoj orijentaciji, o marketinškim funkcijama i procesu, o marketinškom miksu, te o suvremenim trendovima u marketingu, kao i o pojmu, obilježjima i vrstama javnih poduzeća.The aim of the final paper is to analyze the development of marketing of public companies with an emphasis on modern trends in marketing such as social networks, internet portals, YouTube channels, E-mail etc. The analysis will be done through the analysis of the marketing mix of the company Hrvatska pošta d.d. However, before the practical part, the theoretical part will be processed and the concept of marketing, its development orientation, marketing functions and process, marketing mix, and about modern trends in marketing, as well as on the concept, characteristics and types of public companies
Perspectives of health tourism development with emphasis on apitherapy in relation to established health tourism destinations
No full textFokus ovog rada je na zdravstvenom turizmu i njegove perspektive, uz posebno naglašen pojam apiterapije. Zdravstveni turizam u Hrvatskoj ima dugu povijest, baš kao i uporaba pčelinjih proizvoda u liječenju raznih tegoba. Teorijski dio temelji se na dosadašnjim spoznajama iz relevantne hrvatske znanstvene i stručne literature o zdravstvenom turizmu i apiterapiji. U empirijskom dijelu u kojem je uključeno 131 ispitanik testirane su četiri hipoteze koje se odnose na ispitivanje ispitanika o poimanju zdravstvenog turizma i smanjenju sezonalnosti, apiterapije kao novog načina ponude i kao mogućnost razloga posjete wellness-ima, i/ili termama, spola i starosti posjetitelja na utjecaj o razlogu donošenja odluke o korištenju apiterapije kao zdravstvenog proizvoda i percepciji važnosti apiterapije kao proizvoda za ukupni doživljaj boravka u termama i/ili wellnessima. Apiterapija je u Hrvatskoj relativno novi oblik zdravstvenog turizma. Na primjeru Obiteljsko poljoprivrednog gospodarstva koje je u vlasništvu autoričine obitelji, a u svoju ponudu želi uvrstiti apiterapiju prikazana je perspektiva razvoja zdravstvenog turizma.The focus of this paper is on health tourism, as well as its perspectives with a particularly emphasized notion of apitherapy. Health tourism in Croatia has a long history, just like the use of bee products in the treatment of various ailments. The theoretical part is based on current knowledge from relevant Croatian scientific and professional literature on health tourism and apitherapy. In the empirical part, which included 131 respondents, four hypotheses were tested, which relate to the survey of respondents on the concept of health tourism and reducing seasonality, apitherapy as a new way of offering and as a reason to visit wellness and / or spas, gender and the age of the visitors on the influence on the reason for deciding on the use of apitherapy as a health product and the perception of the importance of apitherapy as a product for the overall experience of staying in spas and / or wellness centers. Apitherapy is a relatively new form of health tourism in Croatia. The perspective of the development of health tourism is presented on the example of a family farm owned by the author's family, which wants to include apitherapy in its offer
Research on the use of feedback in the decision-making process on internet stores
No full textOd prve robne razmjene pa do danas, trgovina je „prevalila dalek put“. Razvojem tržnica, prvih prekomorskih ruta, otvaranjem maloprodajnih i veleprodajnih centara, trgovina je došla do današnjeg dana, kada imamo tu čast da možemo živjeti u vremenu modernih trgovina. Danas uz samo nekoliko klikova mišem, još koji dana čekanja, možemo doći u posjed predmeta koji se nalazi s druge strane zemaljske kugle. Rad prati razvoj prvih Internet trgovina te njihov razvoj kao i utjecaj svih trećih strana na prethodno spomenuto. U radu se analizira i preispituje uloga i funkcija povratne informacije kao glavnog čimbenika u procesu donošenja odluke o kupnji u nekoj Internet trgovini. U završnom dijelu rada daje se cjelokupni osvrt na provedeno istraživanje koje je podloga za pisanje ovog rada na.From the first exchange of goods until today, trade "has come a long way". With the development of markets, the first overseas routes, and the opening of retail and wholesale centers, trade has reached the present day, where we have the honor of being alive in the age of modern shops. Today, with just a few clicks of the computer mouse, a few more days of waiting, we can come into possession of an object located on the other side of the globe. The work follows the development of the first Internet stores and their development as well as the influence of all third parties on the aforementioned. The paper analyzes and reviews the role and function of feedback as the main factor in the process of making a purchase decision in an Internet store. In the final part of the paper, an overall review of the conducted research is given, which is the basis for writing this paper on
Motives of consumer behavior in the online environment
No full textOnline kupnja novi je način u eri prodaje. Danas je životni stil ljudi drugačiji. Ljudi se osjećaju nelagodno i oduzimaju im puno vremena za odlazak na pretrpana tržišta. Dakle, e-kupovina je blagodat jer štedi mnogo vremena. Internetska kupnja je proces u kojem potrošači izravno kupuju robu, usluge itd. od prodavatelja bez posredničke usluge putem interneta. Da li potrošači kupuju online ili ne, relevantno je za poslovnu vjerodostojnost, tehnologiju e-trgovine i logistiku i tako dalje. Tijekom posljednjeg desetljeća internet je postao važan i rastući alternativni izvor kupnje za potrošače za kupnju raznih dobara i usluga. U ovom radu će se istražiti koji su motivi potrošačkog ponašanja u online okruženju, na koji način su potrošači motivirani za kupnju i što razlikuje kupnju u trgovinama od kupnje putem interneta.Online shopping is a new way in the era of sales. Today, people's lifestyle is different. People feel uncomfortable and take a lot of time to go to crowded markets. So, e-shopping is a boon as it saves a lot of time. Online shopping is a process where consumers buy goods, services, etc. directly from sellers without an intermediary service through the Internet. Whether consumers shop online or not is relevant to business credibility, e-commerce technology and logistics, and so on. Over the past decade, the Internet has become an important and growing alternative shopping source for consumers to purchase a variety of goods and services. This paper will investigate what are the motives of consumer behavior in the online environment, how consumers are motivated to buy and what differentiates shopping in stores from online shopping